Job Description
About the position Columbia Gas, a NiSource company, is seeking dependable full-time Customer Service Representatives with a strong work ethic that demonstrates a customer service focus who can communicate and relate well with others. This position responds to a full range of customer telephone inquiries related to their utility bills, service order inquiry/requests, connect, transfer of service, and/or emergency calls. Although this is a remote position, employees are required to have reliable transportation to travel to their designated Columbia Gas facility as necessary. Responsibilities • Processing billing calls: investigate meter read and other requests relating to billing accuracy or payment. • Handling emergency calls. • Processing customer move-ins, adds and transfers. • Processing refunds, compensation requests and changes to accounts. • Routing escalated customer issues for resolution. • Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy, or other programs, as necessary. • Processing order inquiry calls, initiate service orders, and provide service order status updates. • Assisting customers with credit/payment arrangements. • Directing customers to the appropriate self-service channels as necessary. • Meeting individual deadlines, metrics, and team goals. • Multi-tasking while effectively focusing on priority issues. • Working cooperatively in a group environment to achieve common goals. Requirements • High school diploma or equivalent. • One (1) year of Customer service experience. • Computer skills including navigating multiple tabs, windows, and systems. • Must be able to type a minimum of 25 WPM (Words Per Minute). • Solid written and verbal communication skills. • For bilingual candidates: Must possess solid written skills in English and Spanish and must speak fluent English and Spanish. • Must be 18 years of age or older. Nice-to-haves • 2-3 Year(s) Call Center and/or Customer Service Experience. • 2-5 years previous customer service work from home experience. • Utility experience. • Advance computer skills including navigating multiple tabs, windows, and systems. • Ability to type 60-65 WPM (Words Per Minute). Benefits • Starting Pay: $21.00 per hour with an additional one-time $500 sign-on bonus for Traditional CSR role. • Starting Pay: $22.20 per hour with an additional one-time $500 sign-on bonus for Bilingual CSR role. Apply tot his job